Hartlebury Insurance Brokers / BG-Demo – Discovery
Callcompleted
Hartlebury Insurance Brokers · 13 Feb 2024 12:30
Hartlebury's broking head and managing director described policy, claims and email data held in separate places. Robin Gittins signs off cost. The open proposal is Starter for one team at £26k, a CRM deal figure.
What was said
What this says
As at Fri 9 Oct 2026Hartlebury's broking head and managing director described policy, claims and email data held in separate places. Robin Gittins signs off cost. The open proposal is Starter for one team at £26k, a CRM deal figure.
What happened: Priya Raman ran discovery on 13 Feb 2024 with Hazel Bourne and Robin Gittins. Hazel said finding a client's renewal position takes someone most of an hour.
Customer view: Robin wants fewer hours spent finding things and an answer on which accounts are at risk before the renewal call. Hazel named email as the worst pain, because nothing links renewal questions to the policy.
Commercial: The proposal is on the Starter tier, which covers one team, and the deal is sitting at £26k. Robin signs off and accepted one team for now, with the rest to be seen later. That figure is a proposal, not executed paper.
Watch: Priya deferred the detail of what Starter includes until scope is agreed. Robin pressed for cost, so the price conversation will come early.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Priya to send the list of needs today: a sample of policy records and an IT note on email.
- Priya and Tobias to arrange a demo on Hartlebury's own client files for the following week.
Risks
As at Fri 9 Oct 2026- Robin Gittins signs off and wants cost clarity before scope is agreed, so price could stall the deal.
- Email is the biggest pain and depends on IT's note on how it is held, which BG-Demo does not yet have.
Opportunities
As at Fri 9 Oct 2026- Robin left room to extend beyond Hazel's team later, which points to a Growth upgrade after Starter.
- Robin's wish to know which accounts are at risk before renewal calls fits B-Viz across policy, claims and email.
Transcript
Priya RamanHi both, good afternoon. Can you hear me okay? Right, so where we are: we spoke last month, Hazel's team has been looking at the options, and today I want to understand what's actually keeping you up at night.
Hazel BourneHiya Priya. Yes, I can hear you. Robin's joining, he's just getting his coffee, aren't you Robin?
Robin GittinsHere, sorry. Hello Priya. Go on, I've got about half an hour before my next thing.- Priya RamanPerfect, thank you. Hazel, do you want to start with the broking side, or shall I?
- Hazel BourneI'll start. We've got our commercial clients' policy details in one system, the claims in another, and the emails in about four places. When a client rings asking for their renewal position, someone spends most of an hour finding it.
- Robin GittinsAnd we're not even talking about the bigger question. I want to know what this does to our margin. Hazel's team is brilliant, but they're spending their week hunting for things.
- Priya RamanThat's exactly the kind of thing we'd want to fix. Robin, from your side, what would a good result look like in a year?
- Robin GittinsHonestly? Fewer hours on finding things, and a proper answer on which accounts are at risk before the renewal call, not after.
- Priya RamanLovely. So at the moment, the policy records, the claims and the emails. Which of those is most painful?
- Hazel BourneThe emails, by a mile. Clients put their renewal questions there and nothing links them to the policy.
- Priya RamanGot it. We'd index those alongside the records, so the question gets answered with the email and the policy side by side. I'll keep it simple and we can look at the detail in the demo.
- Robin GittinsRight, but I need to know the cost. I'm the one who signs off on it.
- Priya RamanOf course. The current proposal is on the Starter tier, which covers one team, and the deal is sitting at £25,500. I'd rather we walk through what that includes once we've agreed the scope.
- Robin GittinsOne team is fine for now. Hazel's team. We'll see about the rest later.
- Hazel BourneThat's sensible. Can we do the demo next, with our own client files? I'd like to see it on real stuff, not a made-up example.
- Priya RamanAbsolutely. Tobias and I will do it on your data, and I'll get something in the diary for next week.
- Robin GittinsGood. Now, what do you need from us?
- Priya RamanTwo things, really: a sample of the policy records, and a note from IT on how the email is held. I'll send a short list today.
- Hazel BourneSend it to me and I'll pass it on. Thanks, Priya.
- Priya RamanBrilliant. Let's keep the momentum going. Thanks both, speak soon.
- Robin GittinsThanks. Bye.